Help and troubleshooting
Use this page to resolve common setup and workflow questions. For help with an account, an organization setting, or a workflow that is not available to your role, contact your organization administrator first.
I cannot record a consultation
Use a current desktop browser, confirm that the correct microphone is connected, and allow the browser to use it. Start a consultation, then select the recording control again after you change a microphone permission.
If the recording control remains unavailable, reload the page and check the browser’s site permissions for Basilias. Do not record a real encounter until the microphone indicator and expected input are working.
I cannot find a patient or a saved document
Open Patients and search by the patient’s first or last name. Patient documents live in the patient’s DOCUMENTS section. See Add and manage patients and Add patient documents.
A service has no online appointment times
A bookable service needs all of the following:
- The service is published.
- At least one active team member is qualified to provide it.
- A qualified provider has a matching availability window.
- No existing booking or time-off entry conflicts with the time.
Review services, qualifications, and availability in that order.
I cannot edit a schedule or use an export
Schedule, calendar, and export actions depend on your organization role and permissions. Viewers can review the schedule but may not be able to change assignments or access calendar subscriptions. Ask an organization administrator to confirm your role and the required schedule or calendar permission.
A schedule draft will not generate
Start with the essential constraints: coverage, service eligibility, recurring unavailability, rest requirements, and maximum hours. Check that every required service and time window has enough qualified clinicians. For more help, see Build a schedule draft and Set availability and constraints.
How do I get help?
Open the help option in your Basilias account or contact support@basilias.com. Include the page you were using, the time of the issue, and the exact error message. Do not include passwords, patient information, calendar-feed URLs, or API tokens in a support request.